Patient Access Front Desk Lead

General Description: The Lead Front Desk Associate serves as a senior member of the patient access team and provides day-to-day leadership, guidance, and support to front desk staff. This position is responsible for ensuring efficient, compassionate, and culturally responsive patient registration and check-in/check-out services while maintaining compliance with HRCHC policies, FQHC requirements, HIPAA regulations, and applicable federal and state healthcare standards.

Supervisory Responsibility: This position does not have direct reports. Does provide day-to-day guidance on the workflow and expectations as it relates to the Lead Front Desk position.

Essential Functions:

- With direction from the Patient Access Manager, the Lead Front Desk Associate Provides direction, and supports Front Desk Associates.

- Serve as a resource for staff regarding registration, scheduling, insurance verification, patient flow, and front desk procedures.

- Assist with opening and closing front desk operations and ensuring appropriate coverage throughout the day.

- Welcome patients in a professional, respectful, and culturally sensitive manner.

- Perform and/or oversee accurate patient registration, demographic updates, insurance verification, and eligibility checks.

- Ensure patient information is accurately entered and maintained in the electronic medical record (EMR) system.

- Schedule, reschedule, and confirm patient appointments in accordance with established scheduling guidelines.

- Monitor appointment availability, cancellations, no-shows, and other access-related issues.

- Assist patients with questions regarding appointments, registration, insurance, payments, and available services.

- Collect copayments, balances, and other authorized patient payments while following established cash-handling procedures.

- Assist staff with resolving patient concerns and escalating complex issues appropriately.

- Coordinate with clinical staff to facilitate efficient patient flow and minimize delays.

- Help train and orient new Front Desk Associates and provide ongoing coaching and mentoring.

- Monitor front desk workflows for accuracy, efficiency, and compliance with HRCHC policies and procedures.

- Assist supervisors with identifying training needs, workflow concerns, and opportunities for process improvement.

- Support the implementation of organizational policies, procedures, quality initiatives, and patient-centered service standards.

Additional Duties:

- Maintain strict confidentiality of patient information and comply with HIPAA and all applicable privacy requirements.

- Demonstrate knowledge of HRCHC services, programs, sliding-fee policies, insurance requirements, and community resources.

- Assist patients with completing required forms and understanding registration and financial assistance processes.

- Support referrals, medical records requests, authorizations, and other administrative processes as assigned.

- Maintain a clean, organized, and welcoming reception area.

- Handle telephone calls and patient inquiries professionally and efficiently.

- Participate in staff meetings, training programs, quality improvement activities, and organizational initiatives.

- Maintain professional relationships with patients, coworkers, providers, vendors, and community partners.

Perform other duties as assigned.

Education and Experience:

- High school diploma or GED equivalent.

- Associate degree in Healthcare Administration, Medical Office Administration, Business Administration, Public Health, or a related field, preferred.

- Minimum of 2-3 years of experience in a medical office, primary care, community health center, FQHC, hospital, or other healthcare patient-access environment.

- Experience with electronic health records (EHR), patient registration, scheduling, insurance verification, and/or medical billing is required or strongly preferred.

- Experience working with underserved, and/or medically vulnerable populations is a plus.

Knowledge and Skills:

- Strong understanding of front desk and patient access functions in a healthcare environment.

- Knowledge of HIPAA, patient confidentiality, and healthcare privacy requirements.

- Strong customer service and interpersonal communication skills.

- Ability to effectively lead, coach, and support front desk staff.

- Excellent organizational skills and attention to detail.

- Ability to prioritize multiple responsibilities in a fast-paced environment.

- Strong problem-solving and conflict-resolution skills.

- Ability to communicate professionally with patients who may be experiencing financial, medical, language, or social challenges.

- Proficiency with computers, Microsoft Office, electronic medical records, and healthcare scheduling systems.

- Ability to maintain accurate records and handle confidential information appropriately.

Physical Requirements:

- Prolonged periods of sitting at a desk and working on a computer.

- Ability to sit, stand, and walk for extended periods.

- Frequently utilize a computer, telephone, and office equipment; and occasionally bend, stoop, reach, lift, carry, push, or pull items up to 15 pounds.

- Must be able to communicate effectively with patients and staff and work in a fast-paced healthcare environment.

This job description has been reviewed and approved by the required levels of management. It is not intended to be an exhaustive list of all duties, responsibilities, or activities associated with the position. Duties, responsibilities, and activities may be modified or assigned at any time, with or without notice.

Supervisor/Manager: _____________________________

Human Resources: _______________________________

AAP/EEO Statement: Hampton Roads Community Health Center provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Hampton Roads Community Health Center complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Hampton Roads Community Health Center expressly prohibits any form of workplace harassment based on race color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Hampton Roads Community Health Center’s employees to perform their job duties may result in discipline up to and including discharge.